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Job Details
Posted - 09/04/2018

Customer Service Manager

Company Pentabell
Job Type Contract Job
Job Category !Technical Engineering Jobs in Telecoms Job
Salary N/A
Location Lebanon
Region: Middle East
Requirements
Education Any
Work Experience Any
Job Reference
Details Organisation Relations

Works within the Bid and Quote team to represent Support Services and prepare quotations for inclusion into P&L.
Liaison with Account Managers and customers to develop new support opportunities quotations.
Liaise with Finance team to understand Support Services P&L cost structure.
Liaise with Commercial and Legal to ensure appropriate Terms and Conditions can be signed off for contract execution.


Key Responsibilities

Responsible for growing support services related to lifecycle planning for established customers by working the development of customer-specific lifecycle plans
Participate in bid & quote formulation to promote all aspects of support services to leverage existing Motorola field based technical and engineering teams.
Drive finance and customers to ensure accuracy and clarity of monthly support invoices for ease of approval for payment
Liaise with other equivalent service planners in the region to ensure adherence to global support services structure and processes
Build a relationship with supporting service provider companies to leverage Motorolas position for partnered support quotations where no local Motorola representation is present
Review and analyse the tender/RFQ specifications to define scope of work required. Define the deliverables, schedule and resources needed to compile responses to bid.
Prepare Statement of Work (SOW) overviews relating to support service obligations, in line with the current Service Catalogue and strategy.
Prepare point-by-point compliance to RFQ or tender specifications for support related clauses.
Develop a Transition to Support Plan & Warranty/Support Service Plan that is formalised as a maintenance agreement contract.
Identify risks and issues that can apply to each support quotation or maintenance agreement and escalate to management
Scrub, revise and validate any Support Service quotations
Provide customers a single point of local contact for operations and ensure customer service and KPI compliance.
Manage and maintain services scope as per the contract and ensure customers understand their obligations in regard to service deliverables and Motorola also meets necessary criteria.
Oversight and maintenance of operational processes, disciplines and escalation of issues internally and externally as appropriate to ensure compliant customer service.
Ensure that customers receive appropriate and timely reporting as required by the Contract.
Lead regular service reviews and other forums to ensure that operational services and issues are managed successfully.
Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
Comply with Motorola Quality policies and practices.
Good problem solving skills to handle the dissatisfied customers and decision making abilities to answer the critical client queries.
Analysing data or statistics to identify the customer service level the organization is providing.
Identify risks and issues that can apply to each maintenance agreement obligation and escalate to management.
Prepare a resource loading forecast for baseline support obligations that requires staff utilisation for staff capacity planning and business growth.


Education & Qualifications

Essential

Qualifications in Business Management, Engineering, Computer Science or equivalent.

Desirable

ITIL Foundations V3 certification.
PRINCE2 Foundation qualification.
Technical training in Electronics / IT or Radio Communications.
Proficient with Microsoft Office.


Professional Experience

Essential

Demonstrated experience (5-10 years) in the establishment of positive customer relationships in a services environment.
Demonstrated experience in leading customers through systems implementation and resolving difficulties on high impact mission critical customer operations.

Desirable

Familiarity of Motorola Astro25 & TETRA Product Portfolio or similar digital radio communications experience.

Personal Attributes

Excellent communication skills (verbal, written and presentation).
Ability to explain complex information to all levels of staff and customers.
Outstanding customer relationship skills.
Effective stakeholder management skills.
Ability to engage, negotiate and influence at all levels.
Excellent time management skills.
Ability to plan, prioritise and meet strict deadlines.
Strong business acumen and inter-personal skills.
Capable of working through commercial issues and recommend course of action.
Strong analytical, problem solving and conflict resolution skills.
Ability to articulate ideas clearly and concisely.
Ability to interpret and manage budgets.
Self motivated.
Integrity.


Career Prospects

Regional Customer Service Manager
Support Services Manager

Job summary: Job: Customer Service Manager Lebanon, Middle East, Pentabell, category: !Technical Engineering Jobs in Telecoms Job
Candidates suitable for this job: 7
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